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Service Desk Analyst
Salary undisclosed
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Vietnamese Speaker Support the running of the regional BPO service performance & governance framework. Support the development and governance of continuous improvement initiatives in the Region. Support all channels of engagement – phone, chat, virtual agent, self-serve, email Initiate the procedure for handling detected incidents. Includes recording details of the incident covering symptoms, diagnostic data, information about the related Configuration Item (CI). Assists in the investigation of problems and other requests for support. Monitors progress of requests for support and keeps users abreast accordingly for support. Provides effective interface with users, ensuring all diagnostic information is provided for error resolution and incident analysis. Includes making initial diagnosis of any problems and advises on known solutions, where applicable, providing information on updates, known errors, changes in availability. Maintains/ update incidents records throughout the incident life cycle.